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> Trellis Desk Support

This forum is a peer-to-peer support area where Trellis Desk users can help each other.

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Question about users, groups and departments., what ties a user to a department?
  • Group: Members
  • Posts: 2
  • Joined: 13-May 09
  • Member No.: 1,612


This is a noobish question from a noob, but I'm stumped and searching has turned up zilch.

Here is my problem:
The members are getting notices for tickets that aren't appropriate.

Here's why I say that:
The default text of the notifications that staff members get when a ticket is created say "A new ticket has been created in your department. Below are the ticket details."
Also in member's settings there are options to receive "New Tickets in My Departments (Applies to Staff Only)" and New Replies in My Departments (Applies to Staff Only).

Now, what ties a person to a department? In the members settings I can place members into a group, not a department. In the group management I can grant permissions on departments. The same for the Dept. Management. But none of these seem to affect what notices go to whom.

What am I missing here? Any explanation will be much appreciated.
Kudos to the devs for a really first class app! (one I hope we'll be implementing soon)
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  • Group: Staff Members
  • Posts: 514
  • Joined: 2-June 07
  • From: California, USA
  • Member No.: 11


The group that a member is apart of ties them to the department. If their group has access to a department, they will receive notifications for their department.


--------------------
DJ Tarazona [ My Website ]
Project Lead, Trellis Desk
ACCORD5

dj@accord5.com
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  • Group: Members
  • Posts: 2
  • Joined: 13-May 09
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QUOTE (DJ @ Jun 2 2009, 10:25 PM) *
The group that a member is apart of ties them to the department. If their group has access to a department, they will receive notifications for their department.



Thank you very much DJ. That was my expectation. I'm doing some more testing scenarios today. I've a strong feeling that in my rush to familiarize myself with all of these settings I've overlooked something.
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